Split ticket is a useful feature, which you can use for cases when you have received two different issues for two different agents/departments in one ticket. With the feature, you will be able to split the ticket (it will create a duplicate) and assign each to a correct agent/department.
How to use it
When a ticket with two issues arrived, just click the arrow on the right side of the ticket and choose Split.
After that action a second ticket will be created automatically with the same content like in the first ticket without any other interaction of the agent. Then you can simply answer the first issue in the original ticket, if this issue isn't for you, you can transfer the ticket to another agent or department.
Afterwards the appropriate agent can answer the second issue in the new ticket.
